Salesforce Administrator

Overview

The Salesforce Administrator (BA), Customer Systems Owner is responsible for Salesforce functionality supporting Customer Support, Onboarding, and Customer Success teams across Mixed Use. This role ensures efficient service operations, scalable post-sale workflows, and strong customer experience enablement.

This individual will partner with Support and Customer Success leadership to identify operational improvement opportunities, optimize workflows, and support scalable customer-facing processes. The ideal candidate combines Salesforce administration expertise, service operations knowledge, strong stakeholder communication skills, and a proactive process improvement mindset.

This role is focused on customer operations efficiency, workflow optimization, user adoption, and scalable service delivery.

Responsibilities

• Partner with Customer Success, Support, and Operations stakeholders to gather requirements and translate business needs into scalable Salesforce solutions

• Document business processes, requirements, solution designs, and testing plans to support successful implementation and user adoption

• Own Case, Asset, Work Order, and related service management processes within Salesforce

• Manage support workflows, queues, SLAs, escalation paths, and service operations processes

• Optimize onboarding workflows and time-to-value processes

• Support Customer Success workflows, lifecycle management, and operational reporting

• Maintain and improve reporting and dashboards related to support and customer operations performance.

• Manage tools and integrations supporting customer operations, including TaskRay and TalkDesk

• Identify inefficiencies and proactively recommend process improvements

• Gather requirements, define scalable solutions, and support operational improvements aligned to customer experience goals

• Drive user adoption, enablement, documentation, and training for Support and Customer Success teams

• Support continuous improvement initiatives focused on operational efficiency and service delivery

Qualifications

Required:

• Bachelor’s degree from an accredited University or College

• 5+ years of Salesforce Administration, Customer Success Operations, Support Operations, or related experience

• Strong Salesforce administration skills including Flows, reporting, and service workflows

• Understanding of customer support, onboarding, and customer success operations

• Experience partnering cross-functionally with Support, Customer Success, and Operations teams

• Strong communication and stakeholder management skills

• Demonstrated experience gathering business requirements, analyzing business processes, and translating stakeholder needs into scalable system solutions

• Ability to identify root causes, evaluate solution alternatives, and recommend process improvements aligned to business objectives

Preferred:

• Experience serving as a strategic business partner, influencing process decisions and recommending solutions that drive measurable business outcomes

• Experience with Salesforce Service Cloud

• Familiarity with customer operations tools such as TaskRay or TalkDesk

• Salesforce certifications including Administrator or Service Cloud Consultant

• Experience supporting customer-facing systems in a SaaS or technology-enabled environment

KNOWLEDGE/SKILLS/ABILITIES

• Strong understanding of customer support and customer success workflows

• Ability to translate operational needs into scalable Salesforce solutions

• Strong analytical and problem-solving capabilities

• Excellent written and verbal communication skills

• Strong stakeholder management and collaboration skills

• Ability to prioritize competing operational requests and initiatives

• Ability to proactively identify workflow and process improvement opportunities

• Self-starter mentality with strong ownership and accountability

• Ability to act with integrity and carry out responsibilities in an honest and professional manner

Physical Demands and Working Conditions

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.